Skip to main content

CSAT and ESAT

CSAT is short for Customer Satisfaction, which is a commonly-used key performance indicator used to track how satisfied customers are with your organization's products and/or services.

Respondents use the following 1 to 5 scale:

1. Very unsatisfied

2. Unsatisfied

3. Neutral

4. Satisfied

5. Very satisfied

Formula to find CSAT:

% of satisfied customers = (Number of satisfied customers (4 and 5) / Number of survey responses) x 100


as per the above chart, 6 customers provided 4&5 score and remaining 4 customers provided less than 4.

 % of satisfied customers = 6 / 10) x 100 = 60%

Follow below tools to measure and improve customer satisfaction and management:

1) Stakeholder register

2) Power and Interest grid sheet

3) Stakeholder management plan

4) Stakeholder communication requirement plan

ESAT is short for Employee satisfaction or job satisfaction is, quite simply, how content or satisfied employees are with their jobs. Employee satisfaction is typically measured using an employee satisfaction survey. Factors that influence employee satisfaction addressed in these surveys might include compensation, workload, perceptions of management, flexibility, teamwork, resources, work life balance etc.


When employees are satisfied, we can see below advantages:

1) Increased productivity

2) Improved brand image

3) Increases employee retention

4) Contributes positive results towards Employee Referral Programs

5) Reduces Employee Absenteeism


Labels:

Comments

Post a Comment

Popular posts from this blog

New way of product development

Today is the era of fast-paced world and competitive world. Companies are realizing that the old sequential approach to developing new products won’t get the job done and product can’t be reached to market when compared to competitors. The 4 stages of product development are as follows – R&D, Growth, Maturation, and Decline. Instead of sequential approach, companies are using holistic approach – as in rugby game, the ball gets passed within the team as it moves as a unit up the field. This holistic approach has six characteristics: 1)     Build-in-instability 2)   Self-organizing project teams 3)   Overlapping development phases 4)   Multi-learning 5)   Subtle (very clear and strong) control 6)   Organizational change to explore and learning The above six characteristics forming a fast and flexible process for new product development with advantage of act as a change agent, creative, market driven ideas, flexi...
Post a Comment
Read more

Product Manager vs Product Owner

Both the product manager and the product owner work towards a common goal, to build and improve products that create meaningful value for customers and all stakeholders within the company. This usually happens by delivering and optimizing product features. Product Manager Product Owner The product manager discovers what users need, prioritizes what to build next, and rallies the team around a product roadmap. The product owner is responsible for maximizing the value of the product by creating and managing the product backlog. This person creates user stories for the development team and communicates the voice of the customer in the Scrum process.      Product Manager and Product Owner's work on below vacuum. Product manager focus on: Business Strategy Long term Product Vision Long term Product Strategy Product Roadmap Alignment with Product Owner Product owner focus on: Release Plan (Product Backlog ie: ...
Post a Comment
Read more

Empiricism (Scrum)

Empiricism asserts that knowledge comes from experience and making decisions based on what is observed. Pillars of  Empiricism . Various practices exist to forecast progress, like burn-downs, burn-ups, or cumulative flows. While proven useful, these do not replace the importance of empiricism . In complex environments, what will happen is unknown. Only what has already happened may be used for forward-looking decision making. Each artifact contains a commitment to ensure it provides information that enhances transparency and focus against which progress can be measured: ● For the Product Backlog it is the Product Goal. ● For the Sprint Backlog it is the Sprint Goal. ● For the Increment it is the Definition of Done. These commitments exist to reinforce empiricism . The sum of the Increments is presented at the Sprint Review thus supporting empiricism .
Post a Comment
Read more